News items from this week that didn't make the cut for full analysis, but deserve an airing. This week, Apple's new CEO hasn't fallen far from the tree, Anthropic-centered war and peace noises from the winner of the FIFA Peace Prize, and AI is tracking Meta employees at work - surely not!!!
A conversation with the co-CEOs of marketing automation company Klaviyo suggests that, as agents take over the work of finding and evaluating products, much of what we know as ‘shopping’ may simply disappear.
AI needs enterprise context to work well. Atlassian’s Shamik Sharma explains the structural fix most companies are missing when deploying AI to service teams.
Adobe Summit opens today with the launch of CX Enterprise and a new package of end-to-end agentic automations enabled by a multi-purpose co-worker agent.
US grocery player Albertsons is tapping into AI, personalization, and loyalty to thrive in a competitively intense market sector.
All together now - off with their heads!!! Day one of this year's TDX gathering in San Francisco comes to a close.
Three UK supermarkets provide updates on their AI thinking.
Certinia launches its unified agent platform, Veda, promising to speed up the velocity of services organizations by automating a range of previously manual processes.
The past is prologue it seems and it's just one damn thing after another, as Brunello Cucinelli co-CEO Riccardo Stefanelli points out.
Trillium Health Partners transformed patient experience from a data-collection exercise into a live quality improvement tool using Qualtrics, cutting feedback turnaround from months to hours and driving real changes in how care is delivered.
News items from this week that didn't make the cut for full analysis, but deserve an airing. This week, Altman under fire in a searing profile piece, AI's role as 'job killer' gets another boost, and how one retailer is tapping into TikTok Shop.
Consumer expectations of Boots have changed since 1849. Today, online and offline experiences should each inform the other.
BT was drowning customers in too much information at a time when they just wanted a simpler approach to getting answers.
Slackbot is driving fundamental changes to the way businesses work, argues the Salesforce co-founder.
The Annoyance Economy is a real thing - and it's here to stay. Welcome to Larry David's world!
The acquisition of Forethought brings a fully AI-native approach to agentic CX into Zendesk, helping it keep pace with advances in the CX field while lowering the cost of delivering customer service.
